Susan Ferrari
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Susan Ferrari

Senior Director

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About Susan Ferrari

I harness AI, customer insights, and analytics to fuel growth, retention, and customer-centric innovation. With 25+ years of experience across Fortune 500s, global agencies, and AI startups, I bridge the gap between data and decisions.

Passionate innovator, strategist, and solutions provider. I thrive at the intersection of AI + human insight, making the complex clear and turning data into action.

Who I Advise
Fractional advisor and strategist to Chief AI Officers, CMOs, and Customer Experience leaders who want to:
• Embed AI into insights and customer experience
• Translate research into growth-driving strategies
• Build customer-centric cultures that scale

Select Achievements
• Most Innovative Researcher of the Year (TMRE)
• CX Elite Award for leading a global customer experience transformation
• Scaled one platform from 4M to 40M subscribers in just 6 months
• Increased KPIs across NPS, retention, and revenue with VOC, NPS, and AI-driven CX programs (+15 NPS lift in one year)

🚀 What I Deliver
✅ AI Insights Readiness Audits
✅ Executive Advisory & Retainers
✅ CX & Insights Transformation Sprints
✅ Emotion AI Strategy & Workshops"

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